PilotAgent is not replying

Check these in order. The first ones are the most common.

1. Reply to buyers is switched off. Switch it on at the top of AI settings. While it is off, an amber banner says so across your dashboard. Switching it back on needs no refresh.
2. PilotAgent is turned off on that computer. In the PilotAgent panel on Facebook, press Turn on, or click the PilotAgent icon in Chrome's toolbar and switch it on there. This switch only affects that computer.
3. Chrome is not open on facebook.com/messages with Marketplace selected. PilotAgent only replies while that tab is open. Keep it open, and open a new window to browse other sites.
4. Only reply to my listings is on, and the buyer's item is not on your Listings page or its title does not match the one on Marketplace. Import the listing from its link, or switch the setting off.
5. You answered the chat yourself, so PilotAgent stepped back. Or the buyer shared their number and your setting hands the chat to you. Paused chats show in Chats: press Resume replies to hand one back.
6. The chat was already unread before PilotAgent started. By default it answers unread chats from the last 12 hours and leaves older ones for you. To answer them all, change Unread chats when PilotAgent starts in AI settings.
7. It is waiting on purpose. Your reply speed adds a natural pause before each reply, replies are slower at night (11pm to 7am) unless you chose Same as daytime, and it never sends more than 30 replies an hour. The panel shows the next reply and a countdown.
8. Your monthly replies have run out. The Overview page and the panel both say so. Upgrade your plan, or wait for your next billing period.
9. The Agent ID is missing or wrong. Click the PilotAgent icon in Chrome's toolbar and paste it again from the Overview page.
10. You changed a setting in AI settings. Refresh your Facebook Messages tab so PilotAgent uses it straight away.
11. Testing it? Ask a friend to message one of your listings from their own Facebook account. To try replies without Facebook, use the Test page.
12. Check that you are logged into the right Facebook account, and that your plan is active: it shows under Replies this month in the dashboard sidebar.

What the PilotAgent panel messages mean

Version 2.0 of the Chrome extension shows what it is doing in its panel on Facebook. Here is what these messages mean and what to do.

Reply to buyers is off in your dashboard

Switch Reply to buyers back on at the top of AI settings.

Turned off. Press Turn on to start again

PilotAgent is off on this computer. Press Turn on in the panel.

Waiting for your chat list. Select Marketplace on the left of Facebook Messages

Select Marketplace in the list on the left. PilotAgent only answers Marketplace chats.

This item is not on your Listings page, so no reply (Only reply to my listings is on)

Import the listing from its link, or switch Only reply to my listings off in AI settings.

You replied in this chat yourself, so PilotAgent stepped back

The chat is yours now. Press Resume replies in Chats to hand it back.

The buyer shared their number. Over to you

Your setting for when a buyer shares their number hands the chat to you. You can change it in AI settings.

Replying in 1m 20s

A planned wait, set by your reply speed. Send now sends the reply at once. Cancel skips it.

Hourly limit reached. The next chat is opened in 4 min

30 replies went out in the last hour. The next ones wait a little. None are dropped.

Monthly reply limit reached. Upgrade at pilotagent.ai to keep replying

The replies in your plan are used up for this billing period. Upgrade, or wait for the next period.

Agent ID not found: click the PilotAgent icon in Chrome's toolbar and paste it again

Copy your Agent ID again from the Overview page. If you have several agents, check you copied the right one.

PilotAgent was updated: reload this page to keep it replying

Reload your Facebook Messages tab.

PilotAgent is on twice

Two copies of the extension are running in this Chrome, so one stands by. Turn one off in chrome://extensions, then reload the page.

AI responses seem inaccurate or generic

• Add more product listings with detailed descriptions and correct prices
• Fill in every section of the profile builder in AI settings, especially Questions and rules
• Be more specific in your business description and custom instructions
• Try different questions on the Test page before going live
• Check that your listings are up to date (remove sold items, update prices)
• If your agent says it will confirm something, that answer is not in your listing or instructions yet. Add it and your agent will answer it next time.

Leads not being captured

• Verify you have an active paid plan (lead capture is included on all paid plans)
• Lead capture happens automatically when buyers share contact details in conversation
• Check the Leads page of your dashboard to make sure they are not already there
• Leads from the same buyer are deduplicated, so a repeat buyer will not create a new entry
• On the Leads page, open Lead settings. Save leads from chats must be on. With Only save leads I can contact on, a buyer who shares only a name is not saved.

Per-chat pause not working

• Pause from Chats in your dashboard (Pause replies) or from the PilotAgent panel on Facebook (Pause this chat)
• Pause state is per-conversation. Check that you are pausing the correct chat.
• Refresh facebook.com/messages after pausing from the dashboard
• Verify the extension is connected (green status indicator in the floating panel)
• If your agent stopped replying in one chat, check Chats: it pauses a chat when you reply there yourself or when the buyer shares their number. Press Resume replies to hand it back.

Webhook deliveries failing

• Check that your webhook URL is correct and accessible from the internet
• Verify your receiving endpoint returns a 200 status code
• Press Send test event in Lead settings. It shows the status your URL answered with, or why it did not accept it
• If your URL does not answer with a 2xx status, PilotAgent tries again up to 3 times, after 1, 5 and 15 seconds
• If using Zapier or Make, confirm your Zap or scenario is turned on

Account and billing issues

• Your plan and the replies you have used show in the dashboard sidebar. Change Plan, Billing Portal and Cancel Subscription are in the account menu
• Payment is handled through LemonSqueezy. Check your payment method there.
• Use the Forgot Password link on the login page if you cannot access your account
• Check your spam folder for billing emails from PilotAgent